Cisco Cisco IPCC Web Option Références techniques

The Query Rule table is a cross-reference table between Query Rule Clause table and the Import Rule 
table. A query rule works on a particular import rule to select a group of contacts from an overall import 
list. For example, from a particular import list you might want to select and call all customers that have 
account numbers greater than 10,000.

An import list is a raw set of customer contacts (in text file format) that can be imported into a contact 
table and used to build a dialing list. The import list may also be referred to as an import file or a contact 
file. The import list is associated with a particular campaign and query rule.

An import rule defines how Blended Agent imports data from an import list into a contact table. The 
information in the contact table can then be used to build a dialing list. The Import Rule table contains 
a list of all the import rules and their associated import lists. The Import Rule Clause table defines the 
portions of an import list to be imported by the Blended Agent Import Rule process.

The dialer is the Blended Agent component that defines the relationship between ICM skill groups, the 
ACDs to which they are connected, and the ports on a dialer board. The settings you assign to the dialer 
control how it handles dialing from your location and how it responds to answering machines or human 
voices.

The Dialer table contains configuration information for each dialer. The Dialer Port table maps port 
numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to 
dialer ports.

The Blended Agent Options table contains all options that are global to a Blended Agent deployment, 
such as time parameters for calling a contact.